Linking and Managing Activities in BoldDesk Chat Conversations
Activities in BoldDesk help you track tasks, follow-ups, and related actions within a chat conversation. You can link activities such as tasks, calls, or meetings to a conversation for better context and collaboration.
Benefits of Linking Activities
- Keeps all related tasks and actions in one place.
- Improves accountability and collaboration.
- Provides a timeline of actions taken on a conversation.
How to Create and Link an Activity
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Open the desired chat conversation.
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Navigate to the Activities tab.
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Click on Create Activity and choose the type:
- Task: Assign work to an agent or team.
- Call: Schedule or log a call.
- Meeting: Plan a meeting related to the conversation.
- Other custom activity types
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Fill in details like type, subject, assignee, status, and description.
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Click Save. The activity will now be linked to the conversation.
Actions After Linking an Activity
From the Activities tab in the conversation view, you can:
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Create additional activities.
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Filter linked activities by status.
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Change the activity status (for example, Open, In Progress, Closed).
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Preview activity details.
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Copy the activity link.
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Delete the activity using the delete icon.
Once an activity is created from the chat, the chat conversation ID will be linked to that specific activity automatically.
- It is possible to link several activities to a single chat conversation.
- After linking an activity, the chat will remain linked to the activity, even when accessed from the activity module.
- Only agents are able to create and view activities linked to the chat conversation.
- You can unlink the chat from the activity in the activity view page by clicking unlink on the linked conversation.
- For all activities linked to the chat, you can filter only based on the status from the conversation view page under the Activities tab.
Managing Linked Activities
- View Activities: All linked activities appear in the conversation’s activity panel.
- Edit or Update: Click on an activity to modify details or mark it as complete.
- Track Status: Activities show progress indicators (for example, In Progress, Closed, On Hold).
- Notifications: Agents receive alerts for assigned activities.
Best Practices
- Always include clear subjects and descriptions for activities.
- Use status updates to maintain visibility on progress.
- Regularly review linked activities to ensure timely follow-ups.
Frequently Asked Questions (FAQs)
Q1: Can I link multiple activities to one chat conversation?
Yes, you can link several activities (tasks, calls, meetings) to a single conversation.
Q2: Who can create and view linked activities?
Only agents with appropriate permissions can create and view activities.
Q3: Can I filter linked activities by more than status?
No, filtering is limited to status within the conversation view.
Q4: What happens if I delete an activity?
The activity is permanently removed from the conversation and the activity module.
